Service Portal

Please fill out the form below with as much detail as possible regarding your request or issue.

This information will help our support team better understand your situation and provide you
with the fastest resolution.

Once your request is submitted:

A support ticket will be automatically created.
Our team will review your request and contact you shortly.
You will receive an email confirmation with your ticket number for tracking purposes.

Important:

Attach any relevant screenshots, error messages, or documents to help us resolve your issue more efficiently.
If you already have an open ticket for the same issue, please avoid creating a duplicate. Instead, reply to your existing ticket confirmation email.

Thank you for your cooperation – our goal is to get you back up and running as quickly as possible.

Submit a Ticket

Tell us about the problem and the site. You will receive an e-mail with your ticket number right away, and our dispatcher will contact you to schedule the work.

Regular hours: Monday to Friday, 8:00 a.m. to 5:00 p.m. Emergency outside these hours? Contact your Account Manager directly. Special rates apply to work performed outside regular hours.

1. Your request

How urgent is it?

Critical (P1)
The site is unprotected or a whole system is down.

Major (P2)
An important device has stopped working (camera, door, reader).

Minor (P3)
Annoying, but the system works. Question, adjustment, request.

Type of system

Subject *

Problem description *

Attachment(s) / screenshot(s)

2. The site to visit

Site / company name *

Site opening hours

Site address

Contact on site *

On-site contact's phone

Your IT manager (if any)

When can we come?

Procedure on arriving at the site (parking, reception, security)

To obtain the necessary access, whom should we contact, or what procedure should we follow?

Do not enter a password, access code, token, or other secret in this form.

3. Your details

Your name *

E-mail address *

Your phone number (direct or mobile) *

4. Terms & conditions

TERMS AND CONDITIONS

a. Our dispatch team will contact you as soon as possible to schedule the service call.

b. You are responsible for welcoming our professionals, clearly identifying the equipment or system concerned, and providing the physical and IT access required for their work. When credentials or passwords are required, you must arrange for a contact person or a procedure through which our professionals can obtain the necessary access. No password may be submitted directly in the Service Portal form.

c. Our standard hourly rates are $160 for a technician and $265 for an IT engineer. These rates do not apply when a service-level agreement (SLA) with different pricing terms is in effect.

d. For on-site service, billable time begins when our professionals leave our offices to travel to your site and ends when they return to our offices. For remote service, billable time begins when they connect to your system and ends when the service call is complete.

e. By submitting this service request, you confirm that you are authorized to incur this expense on behalf of your company.

f. If your company requires a purchase order (PO) to process or pay the invoice, you are responsible for providing it to us within the required timeframe.

g. By submitting a service request, you confirm that you have read these terms and conditions and accept the terms applicable to the service call.

I have read and accept the above terms and conditions *

You will receive a confirmation e-mail with your ticket number.

Submit

SURVEILLANCE

ACCESS CONTROL